IT Service Management Support Engineer

4 weeks ago


Pretoria, Gauteng, South Africa Imizizi Full time

We are seeking a highly motivated and experienced IT Service Management Support Engineer to join our team at Imizizi. This is an exciting opportunity for someone who is passionate about process improvement and has a strong background in ITSM.

**Job Summary:**

The IT Service Management Support Engineer will be responsible for providing exceptional support to our clients during German working hours, as well as participating in a 24/7 rotation basis. The ideal candidate will have experience with supporting IT Service Management (ITSM) processes in large enterprise IT platforms and solutions like ServiceNow or BMC Remedy.

**Responsibilities:**

  • Supporting clients during German working hours and participating in a 24/7 rotation basis
  • Providing technical support and resolving incidents, requests, and problems
  • Actioning and resolving incident tickets, universal requests, and critical incident management tickets
  • Raising and leading tasks for problem management tickets
  • Actioning and coordinating change management tasks and tickets
  • Performing daily handover and start-up tasks to ensure operational support
  • Ensuring that all processes have been investigated and considered in obtaining user requirements

**Requirements:**

  • ITIL knowledge and experience
  • Experience with supporting IT Service Management (ITSM) processes in large enterprise IT platforms and solutions like ServiceNow or BMC Remedy
  • Any additional responsibilities assigned in the Agile Working Model (AWM) Team Charter

**Desirable Skills:**

  • Knowledge of IT processes: manage configuration, manage problems, manage change, manage request fulfillment, manage incidents, experience with manage knowledge, ITSM reporting
  • Strong analytical and problem-solving skills with high attention to detail
  • Ability to relate and interact with various stakeholders at different organisational levels
  • Proactive and able to provide new ideas for improvement of processes and work methods
  • Collaborating effectively with others to achieve common goals

**What We Offer:**

We offer a competitive salary of approximately $65,000 - $80,000 per year, depending on experience, as well as opportunities for professional growth and development. If you are a motivated individual with the necessary qualifications and experience, we invite you to submit your CV for consideration.



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